1. What is ITIL ?

2. ITIL based models adopted by organization .

3. Difference between ITIL v3 and v2.
4. What is ITIL service management?
5. Explain ITIL service Life cycle model .
6. If we used an external organisation to help us develop part of our service, what
would that be called?
7. Can you Explain a risk that might occur whilst designing a service?
8. Can you Explain 3 types of SLA?
9. In your opinion, what should an SLA contain?
10. Why would you use SACM?
11. What is an OLA?
12. Why do we need CSFs?
13. When would we create a Service Design Package?
14. What type of information would you store in the Service Catalogue?
15. Can you give an example of a policy?
16. Why would you use Change Management?
17. What are the steps you would follow when a Change Request comes in?
18. What information would you attach to a Release Policy?
19. What inputs do we need before we can being testing a service?
20. Can you Explain 3 types of testing?
21. Define Service strategy?
22. Define Service Design?
23. Define Service transition.
24. Define Service operations

25. What is continues service improvement (CSI)?

26. Define Service Management?
27. What is Service process management Process?
28. What is service management Measurements?
29. Explain Roles in service management.
30. Explain RACI Model.
31. What is RACI-VS.
32. Explain Service Strategy?
33. Four Ps of Service Strategy?
34. Explain Service strategy process?
35. Explain Service portfolio, Service catalogue and service pipeline.
36. Explain Retired services.
37. How does ITIL help to reduce costs and minimize total cost of ownership (TCO)
for IT investments?
38. Who decides the categorization of a proposed change within an ITIL compliant
Change Management process?
39. After a Change has been implemented, an evaluation is performed. What is this
evaluation called?
40. What ITIL process ensures that the organization is aware of new and changing
technology?
41. Suppose a Service Level Manager requires confirmation wherein the internal
Service Desk can answer a certain percentage of calls within 10 seconds. In what
document would the Service Desks agreement to this requirement be recorded?
42. What two Service Management processes will most likely use risk analysis and
management methodology?

43. Explain Service portfolio, Service catalogue and service pipeline.

44. What is the difference between ITIL v3 and v2?
45. What are the different knowledge management systems?
46. What are the ITIL based models adopted by an organization.
47. What is the relation between Availability, Availability service time and
downtime?
48. What is ISO/IEC 27002?
49. What is Plan-Do-Check-Act (PDSA) cycle?
50. What type of information is captured in an information security policy?
51. What is a balanced scorecard?
52. What is a Service Request?
53. What type of information is stored in a CMDB?
54. Is there a trade-off between return and risk?
55. What is the difference between end-users and customers?
56. How is IT Service Continuity Management (ITSCM) related to Business
Continuity Planning (BCP)?
57. Explain Service Transition.
Plan manages service changes and deploys service release in production.
Enable the change in business process.
Reduce the known error and minimize the risk
Coordinate the resources
Service transition planning and support activates.

58. Explain Service knowledge management system.

SKMS store the knowledge.

SKMS contain:
Experience of staff
Users skill
Records secondary information
Information about suppliers and partners
SKMS components:
Configuration management database
Configuration management system
Service desk system
Known error database
59. Explain Change Management.
Change management process manages change seeking business benefit.
Make smooth change in IT services as per business requirement. CMS ensure that
changes are evaluated and authorized, prioritized, planned, tested, implemented,
documented, reviewed and recorded in control manner.
60. Explain Strategic/Tactical/Operational level changes.
Strategic level change:
Manage by the business. These chages are due to change is business stratergy.
Tactical changes :
Change in the business process .manage by middle management .

Operational changes:
These changes are due to operational level changes in process .manage by operation
staff .
61. Types of changes Proactive/ Reactive
Proactive change:
Changes done for business benefits. Improve service and improve cost efficiency
Reactive change:
Change to resolve the error.
62. Types of testing.
1.Accessibility testing.
2.Usability testing.
3.Process and procedure testing.
4.Volume stress load and scalability testing.
5.Compatibility testing.
63. Knowledge management.
Store quality, reliable information.
Secure information.
64. Different knowledge management system .
CMIS Capacity Management information system.
AMIS Availability management .
KEDB Known error database.
CMDB Configuration management database.
DML Definitive media library
SKMS service knowledge management system

65. Evaluation Service transition.

Evaluate actual performance of any service change against its anticipated
performance and identifying risk.

66. SACM Asset Management.

Asset management maintain all assets across whole service lifecycle.
Maintain complete Asset inventory include non IT inventory related to service.
SACM also maintain information of shared asset (Asset belongs to partners and
service provider used by IT services).
67. Explain Configuration Management System CMS?
CMS is a set of tool and database that are used to manage and IT service providers
configuration data.
68. Process activity model.
Management and planning >> Configuration Identification> > Configuration
control >> Status accounting and reporting >> Verification and Audit.
69. Release deployment management.
RDM include the process, system, package, build test and deploy a release in
production.
Build Test and Deliver
70. Explain release Design.
Big bang option
Change is released in as single one operation.
Phased approach

Change is introduce phase by phase .Scheduled roll out plan is define

Example change introduce in retail store / units

Q1. If we used an external organisation to help us develop part of our service, what would that be
called?

Q2. Can you name a risk that might occur whilst designing a service?

Q3. Can you name 3 types of SLA?

Q4. In your opinion, what should an SLA contain?

Q5. Why would you use SACM?

Q6. What is an OLA?

Q7. Why do we need CSFs?

Q8. When would we create a Service Design Package?

Q9. What type of information would you store in the Service Catalogue?

Q10. Can you give an example of a policy?

Q11. Why would you use Change Management?

Q12. What are the steps you would follow when a Change Request comes in?

Q13. What information would you attach to a Release Policy?

Q14. What inputs do we need before we can being testing a service?

Q15. Can you name 3 types of testing?

Answers to the above questions:

A1

Outsourcing

A2

Risks can come in many different forms including; financial markets, failures with IT or business
projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as
deliberate attacks from an adversary such as hacking.

A3

Service based SLA

Customer based SLA
Multi level SLA

A4
Typically, an SLA is made up of any of the following:
1.Service name
2.Clearance information (with location and date)
3.Contract duration
4.Description/ desired customer outcome
5.Service and asset criticality
6.Reference to further contracts which also apply (e.g. SLA Master Agreement)
7.Service times
8.Required types and levels of support
9.Service level requirements/ targets
10.Mandated technical standards and specification of the technical service interface
11.Responsibilities
12.Costs and pricing
13.Change history
14.List of annexes

A5
SACM stands for Service Asset and Configuration Management. By capturing information and keeping
it up to date, we help people make informed decisions at the right time. In addition, providing
accurate configuration information can proactively help resolve incidents and problems much faster.
A6
The Operational Level Agreement is an agreement between an IT service provider and another part of
the same organization. This could be the development team, the support team or helpdesk
A7
Critical Success Factor (CSF) is the term for an element that is necessary for an organization or project
to achieve its mission. It is what drives the company forward through its strategy.

A8
An SDP is produced for each new IT service, major change, or IT service retirement.
A9
The Service Catalogue contains a list of services that an organization provides, often to its employees
or customers. For each service within the catalogue, we typically include description, timeframes or
SLA for fulfilling the service, owners (who is entitled to request/view the service), costs and how to
fulfil the service.
A10
Attachment sizes for mailboxes
A11
We use Change Management to standardize our methods and procedures for dealing with changes
and thereby reducing risk and disruption. We record all changes to assets or confirmation items in the
Configuration Management System. This allows us to define and agree on those changes and ensure
that only people who have the appropriate authority can make changes.
A12
Record it
Evaluate it
Prioritize it
Plan it
Test it
Finally, implement it

A13
Unique identification for the release
Type of release (minor, major, beta, alpha etc)
Naming conventions for the release e.g. dates, times, version numbers
Description of the release
Roles for each stage of the release
Expected frequency
Mechanisms to build, install and distribute the release (focusing on re-use and efficiency
here)

Criteria for acceptance of the release into various environments (test, training, live etc.)

A14
Service package
SLP
Interface definitions for the service provider
Release plans
Acceptance criteria

A15
All of these are types of testing:
Usability testing
Accessibility testing
Process testing
Stress and load testing
Availability testing
Compatibility testing
Security testing
Regression testing

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
1.How does ITIL help to reduce costs and minimize total cost of ownership (TCO) for IT
investments?
IT investments and staff always find that they break their work timelines. This happens since the
unscheduled work always takes priority over the work that is planned. ITIL can help an organization
stop this continuous cycle and can therefore, help employees focus on the Total Cost of Ownership
(TCO) and other activities in their department.
2.Who decides the categorization of a proposed change within an ITIL compliant Change
Management process?
It is the task of Change Manager
A Change Manager will plays a key role in ensuring that the projects (change initiatives) meet their
objectives within timelines and said budgets by increasing employee adoption and usage. This person
will focus on the peoples side of change, including changes to business processes, systems and
technology, job roles and organization structures.
3.After a Change has been implemented, an evaluation is performed. What is this evaluation
called?
It is known as Post Implementation Review (PIR)
PIR is an assessment and review of the complete working solution. It will be performed after a period

of live running, sometimes after the project is completed.

The Post Implementation Review is used to evaluate the effectiveness of system development after the
system has been in production for a specific period (usually 6 months). It is a free-form report, and not
all sections are relevant or necessary to the final product. A description of the Post Implementation
Review Report is always attached.
4.What ITIL process ensures that the organization is aware of new and changing technology?
Capacity Management is responsible for ensuring that the organization is aware of new and changing
technology. It is the discipline that checks and verifies that IT infrastructure is provided at the right
time in the right volume at a right price with utmost efficiency.
This involves input from many areas of the business to identify what services are (or will be) required,
what IT infrastructure is required to support these services, what level of Contingency will be needed,
and what will be the cost of this infrastructure.
5.Suppose a Service Level Manager requires confirmation wherein the internal Service Desk can
answer a certain percentage of calls within 10 seconds. In what document would the Service
Desks agreement to this requirement be recorded?
An operational level agreement (OLA) is a contract that defines how various IT groups within a
company plan to deliver a service or set of services. OLAs are designed to address and solve the
problem of IT silos by setting forth a specific set of criteria and defining a specific set of IT services to
be performed by each department.
It should be noted that the term Service Level Agreement (SLA) is used in many companies while
discussing agreements between two internal groups. However, according to Information Technology
Infrastructure Library (ITIL) framework for best practices, this type of internal contract should is better
known as an Operational Level Agreement.
6.What two Service Management processes will most likely use risk analysis and management
methodology?
The two service management processes are- Availability Management and IT Service Continuity
Management
ITIL Availability Management aims at defining, analyzing, planning, measuring and improving all
aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT
infrastructure, processes, tools, roles, etc are appropriate for the agreed availability targets.
IT Service Continuity Management (ITSCM) aims at managing risks that could seriously impact IT
services. ITSCM ensures that the IT service provider can always provide minimum agreed Service
Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of
IT services. ITSCM should be designed to support Business Continuity Management.
7.Explain Service portfolio, Service catalogue and service pipeline.
Service portfolio Defines services provided by service provider across all Market and all customers.
The objective of ITIL Service Portfolio Management is to manage the service portfolio. Service
Portfolio Management ensures that the service provider has the right mix of services to meet required
business outcomes at an appropriate level of investment.
Service Catalogue is the sub set of Service portfolio. Services ready to be offered to customers is listed
in service catalogue. An IT service catalog, sometimes called an IT service portfolio, is a list of
available technology resources and offerings within an organization.
Service Pipeline consists of services under development. It is a great opportunity to view the direction
of a service providers growth as it discusses and includes the future services that are currently under
development by the service provider.

8.What is the difference between ITIL v3 and v2?

The ITIL v2 library was organized in seven core books:
(i) Service Support,
(ii) Service Delivery,
(iii) ICT Infrastructure Management,
(iv) Planning to Implement Service Management,
(v) Application Management,
(vi) The Business Perspective and
(vii) Security Management
On the other hand, ITIL v3 is now organized into just five books:
(i) Service Strategy,
(ii) Service Design,
(iii) Service Transition,
(iv) Service Operation and
(v) Continual Service Improvement
Basically the V2 process areas have been logically grouped into a phased lifecycle approach
In contrast to ITIL v2, ITIL v3 clearly defines the roles and responsibilities in each process and
reasons the role of communication in the entire lifecycle.
9.What are the different knowledge management systems?
Different knowledge management systems are: CMIS (Capacity Management information system) A Capacity Management Information System
or CMIS is a collection of IT infrastructure usage, capacity and performance information that is
gathered in a consistent manner and stored in one or more databases. It is a single book of record for all
usage, capacity, and performance data, complete with associated business, application and service
statistics. Any IT staffer who needs access to capacity management data can potentially use a CMIS.
AMIS (Availability management information system) A virtual repository of all Availability
Management data, usually stored in multiple physical locations.
KEDB (Known error database) A Known Error is a problem that has a documented root cause and
a Work around. Known Errors are managed throughout their lifecycle by the Problem Management
process. The details of each Known Error are recorded in a Known Error Record stored in the Known
Error Database (KEDB).
CMDB (Configuration management database) A configuration management database (CMDB) is
a database that contains all relevant information about the components of the information system used
in an organizations IT services and the relationships between those components. A CMDB provides an
organized view of data and a means of examining that data from any desired perspective. Within this
context, components of an information system are referred to as configuration items (CI). A CI can be
any conceivable IT component, including software, hardware, documentation, and personnel as well as
any combination of them. The processes of configuration management specify, control, and track
configuration items and any changes made to them in a comprehensive and systematic fashion.
DML (Definitive media library) A Definitive Media Library (DML) is a secure compound in which
the definitive, authorized versions of software package configuration items (CIs) are stored and
protected. A DML consists of one or more software libraries or file-storage areas referred to as
repositories.
SKMS (Service knowledge management system) ITIL Knowledge Management aims at
gathering, analyzing, storing and sharing knowledge and information within an organization. The

primary purpose of Knowledge Management is to improve efficiency by reducing the need to

rediscover knowledge
10.What are the ITIL based models adopted by an organization.
Microsoft MOF: Microsoft Operations Framework (MOF) is a series of 23 documents that guide IT
professionals through the processes of creating, implementing and managing efficient and costeffective services.
Hewlett Packard (HP ITSM Reference Model): This model is a significant tool useful in
presenting and describing the several IT Management processes, inter-process relationships, and
business linkages that IT needs to put in place for successful development, deployment and support of
services in the e-world.
IBM (IT Process Model ): IBM Process and Service Models software is an industry template that
enables you to define common business processes and services across the enterprise. The software
consists of a set of best practice business process models and service definitions to support core system
renewal and integration projects.
11.What is the relation between Availability, Availability service time and downtime?
Availability % = (Available service time downtime) / Available service time
to ensure that all the IT services are available and are functioning correctly whenever customers and
users want to use them in the framework of the SLAs in force.
12.What is ISO/IEC 27002?
ISO/IEC 27002:2013 gives guidelines for organizational information security standards and
information security management practices including selection, implementation and management of
controls, taking into consideration the organizations information security risk environment(s).
It is designed to be used by organizations that intend to:
select controls within the process of implementing an Information Security Management System
based on ISO/IEC 27001;
implement commonly accepted information security controls, and
Develop their independent information security management guidelines.
13.What is Plan-Do-Check-Act (PDSA) cycle?
The PDSA Cycle is a systematic series of steps for gaining valuable learning and knowledge for the
continual improvement of a product or process. Also known as the Deming Wheel, or Deming Cycle,
the concept and application was first introduced to Dr. Deming by his mentor, Walter Shewhart of the
famous Bell Laboratories in New York.
The four phases in the Plan-Do-Check-Act Cycle involve:
Plan: Identifying and analyzing the problem.
Do: Developing and testing a potential solution.
Check: Measuring how effective the test solution was, and analyzing whether it could be improved in
any way.
Act: Implementing the improved solution fully.
14.What type of information is captured in an information security policy?
Information security policies are the documented business and technical rules for protecting an
organization from information security risk faced by its business and technical infrastructure. These
written policy documents provide a high-level description of the various controls, which the
organization will use to manage its information security risks.
The information security policy documents are also considered to be a formal declaration of
managements intent to protect its information asset from relevant risks. In specific cases, the policies

are supported by information security procedures that identify key activities required to implement
relevant information security policies.
15.What is a balanced scorecard?
Balanced scorecard is a strategic planning and management system that is used extensively in business
and industry, government, and nonprofit organizations worldwide to align business activities to the
vision and strategy of the organization, improve internal and external communications, and monitor
organization performance against strategic goals.
16.What is a Service Request?
Service requests are a formal request submitted by a user for some type of service, software, or
hardware. A Service request generally refers to something the user wants and/or needs but does not
already have, such as a printer or laptop. Service requests often involve items that are already
approved. For instance, if it is a company policy that all employees get access to the cloud-based CRM
system, and someone from the marketing department sends a service request for access to the CRM,
this does not need any additional approval. The IT help desk can simply fulfill this request.
17.What type of information is stored in a CMDB?
CMDB contains contents that are intended to hold a collection of IT assets commonly referred to as
configuration items (CI) as well as descriptive relationships between such assets. When populated, the
repository becomes a means of understanding how critical assets such as information systems are
composed, what are their upstream sources or dependencies, and what are their downstream targets.
18.Is there a trade-off between return and risk?
According to modern portfolio theory, there is a trade-off between risk and return. All other factors
being equal, if a particular investment incurs a higher risk of financial loss for prospective investors,
those investors must be able to expect a higher return in order to be attracted to the higher risk.
In majority of cases, even though there is no promise of higher returns on risky assets, so the higher
risk just tends to scare off potential investors, keeping the returns on a given investment low. The only
investments that can really try to promise higher returns for higher risk are bonds, and even then the
higher returns wont be generated if the issuing organization goes default.
19.What is the difference between end-users and customers?
End-User An end user or end customer directly receives the service or employs the product. End
users are not the only customers as there may be intermediate entities like purchasing departments,
whose expectations or needs must be carried forward through a series of service contracts or
requirement definitions.
Customer A customer may or may not have the ability to choose between different products and
suppliers. For instance- In monopoly situations like local telephone and cable television services, there
are scenarios when end users do not make the purchasing decision. It may include Clients of social
service agencies or court-appointed lawyers or employees of an organization where the purchasing
department makes the choices.
20.How is IT Service Continuity Management (ITSCM) related to Business Continuity Planning
(BCP)?
IT Service Continuity is a subset of Business Continuity Planning (BCP) and encompasses IT disaster
recovery planning and wider IT resilience planning. It also incorporates those elements of IT
infrastructure and services that relate to communications such as (voice) telephony and data
communications.
It is a systematic process to prevent, predict and manage Information and Communications Technology
(ICT) disruption and incidents, which have the potential to disrupt ICT services and should result in a

more resilient IT service capability aligned to wider organizational requirements.

Information Technology Infrastructure Library or ITIL is a set of procedures that companies use
to implement, architect, and manage IT software and hardware. ITIL is managed by a team,
and you could find yourself interviewing for a team of project managers who put together
documentation either internally or through a consulting company. Here are some interview
questions you should prepare for when searching the job market.
1. What are some risks when you design an API or outside library architecture?
A: The API can be hacked, a DDoS can bring down the servers that host the API or privacy can
be compromised. Its important to distinguish the pros and cons between internal and
external architecture and privacy.
2. What is SLA?
A: A service level agreement or SLA is the contract between an organization and its
customers. Customers can be external or internal and SLA tells the user what to expect in
regards to response time and uptime of any IT technology.
3. What can you use to manage SLA and employees?
A: Most companies use some kind of ticketing system whether its an internal ticket system
programmed by developers or third part ticketing systems that manage SLA and requests.
4. What is an IT policy?
A: An IT policy manages the way communication and storage work. For instance, one IT policy
can be email attachment sizes. You can restrict email attachment sizes to avoid having users
that take too much space on your server storage space.
5. What is change management?
A: Change management is a group of people who identify and approve changes to the
system. Change management helps all parties involved to review the changes that will take
place and approve them to ensure that changes to not have a severe negative impact on the
system.
6. What are some informational assets that must be included with change
management?
A: The requestor should include who will implement the changes, the hardware that is
affected, any software changes, who made the changes, and any organizations that could be
impacted by the changes.
7. What type of testing should happen before changes occur?
A: A QA or quality analysis process is a way to create scripts and use cases to cover any input
from a given user. This QA process ensures that bugs and errors do not severely impact the
organization and any issues are handled within the code.

8. What are some types of testing that are done to software and hardware?
A: Stress testing checks concurrent connections and slowness, security testing tests for
security, usability tests for user interface and usability, and compatibility tests for the
operating system and browsers software is compatible with.
9. What does an SLA contain?
A: The SLA contains the amount of time a response is made when issues occur, the
responsibility of each organization, target numbers and uptime percentages, the times at
which support is available, and any change history or technical standards provided by the
organization.
10. What is a service design package?
A: The SDP contains any major change requirements for new IT service and information when
retiring any hardware or software.
Have you been having trouble setting yourself apart from other candidates in your ITIL
interviews? If so, you should consider earning a ITIL certification to set yourself apart from the
crowd. Fill out the form below for a course syllabus and pricing information on our instructor
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